Help Desk Officer

About Us:

MUFG Bank, Ltd. is Japan's premier bank, with a global network spanning in more than 40 markets. Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to businesses, governments, and individuals worldwide. MUFG Bank's parent, Mitsubishi UFJ Financial Group, Inc. (MUFG) is one of the world's leading financial groups. Headquartered in Tokyo and with over 360 years of history, the Group has about 120,000 employees and offers services including commercial banking, trust banking, securities, credit cards, consumer finance, asset management, and leasing.

The Group aims to be the world's most trusted financial group through close collaboration among our operating companies and flexibly respond to all the financial needs of our customers, serving society, and fostering shared and sustainable growth for a better world. MUFG's shares trade on the Tokyo, Nagoya, and New York stock exchanges.

MUFG Global Service Private Limited:

Established in 2020, MUFG Global Service Private Limited (MGS) is 100% subsidiary of MUFG having offices in Bengaluru and Mumbai. MGS India has been set up as a Global Capability Centre / Centre of Excellence to provide support services across various functions such as IT, KYC/ AML, Credit, Operations etc. to MUFG Bank offices globally. MGS India has plans to significantly ramp-up its growth over the next 18-24 months while servicing MUFG's global network across Americas, EMEA and Asia Pacific

About the Role:

Position Title: Service Desk / Helpdesk Engineer – Senior Analyst

Corporate Title: Senior Analyst

Location: MUFG Global Services Pvt. Ltd., Bhartiya Centre for Information Technology, Thanisandra, Main Road, Bengaluru, Karnataka

Job Profile

Position details:

The Senior Service Desk Analyst plays a key role in managing advanced technical issues, mentoring junior team members, and ensuring the smooth operation of the service desk. This role requires strong technical expertise, analytical skills, and the ability to handle escalations while ensuring end-user satisfaction.

Roles and Responsibilities:

• Provide second-level technical support for escalated incidents and service requests.
• Troubleshoot and resolve advanced hardware, software, and network-related issues.
• Act as a point of contact for complex problem resolution and RCA (Root Cause Analysis).
• Perform Image deployment and configuration of IT hardware and software.
• Collaborate with other IT teams for cross-functional issue resolution and project support.
• Monitor and analyze ticket trends, identify recurring issues, and propose solutions to improve efficiency.
• Maintain documentation, including knowledge base articles and troubleshooting guides.
• Ensure compliance with IT policies, processes, and SLAs.
• Participate in periodic audits and contribute to process improvements.
• Generate reports on ticket queries periodically or when requested.
• Escalate unresolved problems to higher level, line managers for support, if needed.
• Contribute to daily, weekly, monthly, adhoc reports on KPI metrics.
• Actively respond to emails, tickets, and calls from users.
• Mentor and train junior analysts, ensuring they are equipped to handle routine tasks effectively.

Job Requirements:

Educational Qualification:

• Bachelor's degree in IT, Computer Science, or related field.

Experience:

• 5-9 years of experience in a senior technical support role.
• Strong technical expertise in troubleshooting operating systems, hardware (Laptops, Printers), and software.
• L1 knowledge about SCCM, Intune, Networking & Virtualization
• We are looking for someone with EUC L2 skillset.
• Proficiency with ticketing systems and remote support tools.
• Advanced knowledge of Microsoft Office Active Director365 and basic networking concepts.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong interpersonal skills with the ability to communicate technical information to non-technical users.
• Willingness to report to office on all business days.
• Willing to work in flexible night shifts / Rotational shifts.

Preferred Skills:

• ITIL Foundation certification.
• Experience with endpoint management tools like SCCM, Intune, or similar.
• Familiarity with virtual desktop environments and remote work technologies.

Equal Opportunity Employer:

The MUFG Group is committed to providing equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, national origin, physical appearance, religion, gender expression, gender identity, sex, age, ancestry, marital status, disability, medical condition, sexual orientation, genetic information, or any other protected status of an individual or that individual's associates or relatives, or any other classification protected by the applicable laws.